The Lead – E-Commerce Supply Chain will be responsible for leading and optimizing the end-to-end e-commerce supply chain to deliver a superior customer experience while ensuring operational efficiency, scalability, and cost effectiveness. The role will oversee warehousing, fulfillment, last-mile transportation, reverse logistics, and customer service operations, while driving digital transformation initiatives aligned with business growth and customer satisfaction objectives.
- Lead and optimize end-to-end e-commerce supply chain operations, including warehousing, fulfilment, last-mile delivery, and reverse logistics.
- Ensure high service levels, operational efficiency, and scalability while delivering superior customer experience and NPS outcomes.
- Drive digital transformation and process excellence through adoption of technology, automation, and data-driven decision making.
- Manage internal and external stakeholders, including cross-functional teams and logistics partners, through structured governance and performance management.
Identify and resolve operational challenges in a fast-paced environment, ensuring continuous improvement and alignment with business objectives.
End-to-End E-Commerce Supply Chain Management
- Lead and manage the complete e-commerce supply chain, from order processing to final delivery and returns.
- Ensure alignment of supply chain operations with overall business, customer experience, and growth objectives.
- Drive standardization, governance, and continuous improvement across e-commerce operations.
Warehousing & Fulfilment Operations
- Oversee e-commerce warehousing and fulfilment centre operations, including capacity planning, productivity, inventory accuracy, and cost control.
- Ensure robust fulfilment processes to handle high SKU counts and seasonality inherent to fashion retail.
- Drive operational excellence through process optimization and performance management.
Last-Mile Transportation & Reverse Logistics
- Manage last-mile delivery networks and logistics partners to ensure timely, reliable, and cost-effective delivery.
- Oversee reverse logistics operations, including returns and exchanges, ensuring efficiency and customer satisfaction.
- Define and manage SLAs and contractual performance with logistics service providers.
Customer Service & Customer Experience
- Lead customer service operations related to order fulfilment, delivery, and returns.
- Own and drive improvements in customer experience metrics, including Net Promoter Score (NPS).
- Partner with Customer Experience, Technology, and Operations teams to identify and resolve systemic customer issues.
Digital Transformation & Process Excellence
- Lead digital initiatives across e-commerce supply chain systems (OMS, WMS, TMS, CRM, analytics platforms).
- Evaluate and implement new-age digital tools, automation, and technology solutions to improve efficiency and visibility.
- Use data and insights to drive root cause analysis, continuous improvement, and scalable solutions.
Stakeholder & Partner Management
- Collaborate closely with internal stakeholders including Technology, Merchandising, Planning, Finance, Marketing, and Customer Experience teams.
- Act as the primary point of contact for external logistics partners, vendors, and service providers.
Drive cross-functional alignment through structured communication, governance forums, and performance reviews.
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